The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

Held

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

The number of incoming calls to this agent that were placed on hold in the interval.

Avg Hold

This is a calculated field, derived from: Agent_Skill_Group_Interval.IncomingCallsOnHoldTime/Agent_Skill_Group_Interval.IncomingCallsOnHold.

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls that included hold time.

Aban Rings

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

For voice: the total number of calls that were abandoned while the agent's phone was ringing.

For non-voice: the total number of tasks that were abandoned while being offered to an agent.

RONA

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval.

Aban Hold

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

The number of calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval.

Trans In

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call.

For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in the Unified CCE without a Unified CCE System PG.

Trans Out

This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.

The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

Ext Out

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

The number of outgoing external calls that this agent made in the interval.

AGENT STATE TIMES

Log On Duration

Derived from: Agent_Interval.LoggedOnTime.

The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.

The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime.

%Hold

This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime/Agent_Interval.LoggedOnTimeTime.

The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.

%Not Active

This is a calculated field derived from: Agent_Interval.AvailTime/Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups.

%Not Ready

This is a calculated field, derived from: Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups.

%Reserved

This is a calculated field, derived from: Agent_Skill_Group_Interval.ReservedStateTime /Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent in Reserved state waiting for task from this skill group in relation to LoggedOnTime.

%Wrap Up

This is a calculated field, derived from: (Agent_Skill_Group_Interval.WorkReadyTime +Agent_Interval.

WorkNotReadyTime)/Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing calls to/from this skill group in relation to LoggedOnTime.

%Busy Other

This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime/

Agent_Interval.LoggedOnTime.

The percentage of time that the agent spent in the BusyOther state in relation to LoggedOnTime.

The agent state time percentages in the Report Summary row only adds up to 100% after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance.

Report Summary: This report has a report summary for all data.

Agent Not Ready Detail

Use this report to identify how agents are spending their time when they are not handling contacts. Not Ready reason codes can be used for agents to identify this time via numeric codes for things like Break, Training or Follow up. This report can be used to identify which Not Ready states have been used and how much time has been spent in each of them.

Query: This report data is built from an Anonymous Block.

Views: This report only has a grid view.

Grouping: This report is grouped and sorted by Agent Name and then by Logon Date Time.

Value List: Agent

Database Schema Tables from which data is retrieved:

Agent

Agent_Event_Detail

Media_Routing_Domain

Person

Reason_Code

Note: The report returns accurate data for COMPLETED Not Ready activity only. Rows in the report marked with an asterisk (*) have incomplete data.

The report summarizes states by login date time. Therefore, you might see one row for an agent's entire login session rather than individual rows for each state change.

Important: To report on Agent Not Ready reason codes, configure the Not Ready Reason codes in the ICM Configuration Manager AND on the agent desktop software (Computer Telephony Integration (CTI) or Cisco Agent Desktop).

In a Unified CCE environment, ensure that agent event detail is enabled on the peripheral. It is enabled by default in the ICM Configuration Manager only for the Unified CCE peripheral.

The average time in HH:MM:SS (hours, minutes, seconds) for calls placed on hold in the interval, for all incoming calls which include hold time.

Aban Rings

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls

For voice: the total number of calls that are abandoned while the agent phone is ringing.

For non-voice: the total number of tasks that are abandoned when offered to an agent.

RONA

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls

The number of tasks that left the agent phone or terminal that are redirected to another dialed number because of no answer in the interval.

Aban Hold

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls

The number of calls to the agent that are abandoned while the call is on hold and the number of paused tasks that the agent ended in the interval.

Trans In

Derived from: Agent_Skill_Group_Interval.TransferredInCalls

The number of incoming calls that are transferred to this agent from other agents within the same peripheral that do not go to IVR for queuing in the interval. This value is updated when the agent completes the call.

For blind transfers in Unified CCE with a Unified CCE System PG, this field is updated when the call that is blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without a Unified CCE System PG.

Trans Out

This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls

The number of calls this agent transferred to another agent or precision queue in the interval. This includes consultative calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

Ext Out

Derived from: Agent_Skill_Group_Interval.AgentOutCalls

The number of outgoing external calls that this agent made in the interval.

Agent State Times

Log On Time

Derived from: Agent_Skill_Group.LoggedOnTime

The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.

The percentage of time that the agent spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.

% Busy Other

This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime

The percentage of time that the agent spent in the BusyOther state in relation to LoggedOnTime.

The agent state time percentages in the Report Summary row add up to 100% only when you select all of the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance.

Report Summary: There is a summary for Precision Queue Name and a report summary for all data. See Report summary rows.

Sample Agent Precision Queue Historical All Fields Report

The following illustrations are a sample of the report generated from the Agent Precision Queue Historical All Fields template.

Figure 2. Agent Precision Queue Historical All Fields Report (1 of 3)

Figure 3. Agent Precision Queue Historical All Fields Report (2 of 3)

Figure 4. Agent Precision Queue Historical All Fields Report (3 of 3)

Agent Queue Interval

Use this report to show call dispositions and state time percentages for agents who have been assigned both skills and attributes.

Query: This report data is built from an Anonymous Block.

Views: This report only has a grid view.

Grouping: This template is grouped by agent name and then by Skill Group Name/Precision Queue Name.

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls which included hold time.

Aban Rings

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

For voice: the total number of calls that were abandoned while the agent's phone was ringing.

For non-voice: the total number of tasks that were abandoned while being offered to an agent.

RONA

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval.

Aban Hold

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

The number of calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval.

Trans In

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call.

For blind transfers in the Unified CCE with a Unified CCE System PG, this field is updated when the call that was blind transferred to an Interactive Voice Response (IVR) is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in Unified CCE without an the Unified CCE System PG.

Trans Out

This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.

The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

Ext Out

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

The number of outgoing external calls that this agent made in the interval.

AGENT STATE TIMES

Log On Duration

Derived from: Agent_Skill_Group.LoggedOnTime.

The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.

The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime.

% Hold

This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime.

The percentage of time that the agent has put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.

% Not Active

This is a calculated field derived from: (Agent_Interval.AvailTime /Agent_Interval.LoggedOnTime).

The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. Applies to all skill groups.

% Not Ready

This is a calculated field, derived from: (Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).

The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups.

% Reserved

This is a calculated field, derived from: (Agent_Skill_Group_Interval.ReservedStateTime /Agent_Skill_Group_Interval.LoggedOnTime).

The percentage of time that the agent spent in Reserved state waiting for a task from this skill group in relation to LoggedOnTime.

% Wrap Up

This is a calculated field, derived from:((Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime ) /Agent_Skill_Group_Interval.LoggedOnTime.

The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing calls to/from this skill group in relation to LoggedOnTime.

% Busy Other

This is a calculated field, derived from: (Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime).

The percentage of time that the agent has spent in the BusyOther state in relation to LoggedOnTime.

The agent state time percentages in the Report Summary row only adds up to 100% after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance.

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold in the interval, for all incoming calls that included hold time.

Aban Rings

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

For voice: the total number of calls that were abandoned while the agent's phone was ringing.

For non-voice: the total number of tasks that were abandoned while being offered to an agent.

RONA

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer in the interval.

Aban Hold

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

The number of calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval.

Trans In

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing in the interval. This value is updated when the agent completes the call.

For blind transfers in the Unified CCE with a Unified CCE System PG, this field updates when the call that was blind transferred to an IVR is subsequently transferred to another agent and the agent answers the call. For this call scenario this field is not updated in the Unified CCE without an Unified CCE System PG.

Trans Out

This is a calculated field, derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.

The number of calls this agent transferred to another agent or skill group in the interval. This includes Consultative Calls if this transfer was consultative-not blind. The value is updated at the time the agent completes the transfer of the call.

Ext Out

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

The number of outgoing external calls that this agent made in the interval.

AGENT STATE TIMES

Log On Time

Derived from: Agent_Skill_Group.LoggedOnTime.

The total time during the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.

The percentage of time that the agent spent talking on calls in this skill group in relation to the agent's LoggedOnTime.

% Hold

This is a calculated field, derived from: Agent_Skill_Group_Interval.HoldTime / Agent_Interval.LoggedOnTimeTime.

The percentage of time that the agent put a call on hold or paused a task in relation to LoggedOnTime or the interval, whichever is less.

% Not Active

This is a calculated field derived from: (Agent_Interval. AvailTime/Agent_Interval.LoggedOnTime).

The percentage of time that the agent spent in the Not Active or Available state in relationtoLoggedOnTime. Applies to all skill groups.

% Not Ready

This is a calculated field, derived from: (Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime).

The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. Applies to all skill groups.

% Reserved

This is a calculated field, derived from: (Agent_Skill_Group_Interval.ReservedStateTime /Agent_Skill_Group_Interval.LoggedOnTime).

The percentage of time that the agent spent in Reserved state waiting for task from this skill group in relation to LoggedOnTime.

% Wrap Up

This is a calculated field, derived from:((Agent_Skill_Group_Interval.WorkReadyTime +Agent_Skill_Group_Interval.WorkNotReadyTime ) /Agent_Skill_Group_Interval.LoggedOnTime.

The percentage of time that the agent spent in Wrap-up state after an incoming or outgoing calls to/from this skill group in relation to LoggedOnTime.

% Busy Other

This is a calculated field, derived from: (Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime).

The percentage of time that the agent spent in the BusyOther state in relation to LoggedOnTime.

The agent state time percentages in the Report Summary row only adds up to 100% after you select all the skill groups for an agent. When viewing a subset of an agent's skill groups, the percentages may not balance.

Report Summary: There is a summary for Skill Group Name and a report summary for all data. For more information, see Report summary rows.

Sample Agent Skill Group Historical All Fields Report

This illustration is a sample of the report generated from the Agent Skill Group Historical All Fields template.

Figure 7. Agent Skill Group Historical All Fields Report 1 of 3

Figure 8. Agent Skill Group Historical All Fields Report 2 of 3

Figure 9. Agent Skill Group Historical All Fields Report 3 of 3

Agent Team Historical All Fields

Use the Agent Team Historical report to view call distribution and agent state percentages by team.

Views: This report only has a grid view.

Query: This report data is built from a Database Query.

Grouping: This template is grouped and sorted by Agent Team Name, and then by Supervisor, and then by Agent Name.

Available Fields in the Agent Team Historical All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional Available fields in this report are populated directly from the Agent_Skill_Group_Interval table. For example, Aban Calls Ring Time is derived from Agent_Skill_Group_Interval.AbandRingCalls.

Two exceptions are:

Wrap Time, which is a calculated field derived from: (Agent_Skill_Group_Interval.WorkNotReadyTime + Agent_Skill_Group_Interval.WorkReadyTime)

% Busy Other This is a calculated field derived from: (Agent_Skill_Group_Interval.BusyOtherTime / Agent_Skill_Group_Interval.LoggedOnTime)

Media_Routing_Domain. The Media field is derived from: Media_Routing_Domain.EnterpriseName

Current Fields in the Agent Team Historical All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Agent Team Name

Derived from: Agent_Team.EnterpriseName.

The Enterprise Name of the Agent Team.

Supervisor

Derived from: Person.LastName + ' ' + Person.FirstName.

The agent teams' primary supervisor.

Agent Name

Derived from: Person.LastName "," Person.FirstName.

The last and first name of the agent.

DateTime

COMPLETED TASKS

Handled

The number of tasks this agent handled.

Derived from: Agent_Skill_Group_Interval.CallsHandled.

AHT

This is a calculated field derived from: : (Agent_Skill_Group_Interval.HandledCallsTime / Agent_Skill_Group_Interval.CallsHandled).

The average time spent by the agent in handling a task, measured in HH:MM:SS (hours, minutes, seconds).

Held Tasks

Derived from: Agent_Skill_Group_Interval.IncomingCallsOnHold.

The number of incoming calls to this agent that were placed on hold.

Avg Hold

The average time in HH:MM:SS (hours, minutes, seconds) that calls were put on hold, for all incoming calls that included hold time.

This is a calculated field derived from: (Agent_Skill_Group_Interval.IncomingCallsOnHoldTime / Agent_Skill_Group_Interval.IncomingCallsOnHold).

Aban Rings

Derived from: Agent_Skill_Group_Interval.AbandonRingCalls.

For voice: the total number of calls that were abandoned while the agent's phone was ringing. For non-voice: the total number of tasks that were abandoned while being offered to an agent.

RONA

Derived from: Agent_Skill_Group_Interval.RedirectNoAnsCalls.

The number of tasks that left the agent's phone or terminal that were redirected to another dialed number because of no answer.

Aban Hold

Derived from: Agent_Skill_Group_Interval.AbandonHoldCalls.

The number of calls to the agent that were abandoned while the call was on hold and the number of paused tasks that the agent ended in the interval.

Trans In

Derived from: Agent_Skill_Group_Interval.TransferredInCalls.

The number of incoming calls that were transferred to this agent from other agents within the same peripheral that did not go to IVR for queuing. This value is updated when the agent completes the call.

Trans Out

This is a calculated field derived from: Agent_Skill_Group_Interval.TransferredOutCalls + Agent_Skill_Group_Interval.NetTransferredOutCalls.

The number of calls this agent transferred to another agent or skill group. This includes Consultative Calls if this transfer was consultative-not blind. This value is updated when the agent completes the transfer.

Ext Out

Derived from: Agent_Skill_Group_Interval.AgentOutCalls.

The number of Outgoing external calls that this agent made in the interval.

AGENT STATE TIMES

Log On Duration

Derived from: Agent_Interval.LoggedOnTime.

The total time in the interval the agent was logged in, measured in HH:MM:SS (hours, minutes, seconds) format.

Current fields are those fields that appear by default in a report grid view generated from the stock template.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

The headings for the Interval fields are dynamic headers; they show the intervals you defined.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from Call_Type.EnterpriseName.

Date Time

The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there is summary row for each selected call type.

Derived from: Call_Type_Interval.DateTime.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime/ Call_Type_Interval.CallsAnswered.

Avg Aban Delay

The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone.

This is a calculated field, derived from: Call_Type_Interval.CallDelayAbandTime / Call_Type_Interval.TotalCallsAband.

Int 1 Ans and Aban

The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08.

The maximum number of calls in queue for this call type during this interval.

Derived from : Call_Type_Interval. MaxCallsQueued.

MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval.

Derived from : Call_Type_Interval. MaxCallWaitTime.

Report Summary: The summary line shows an average for the ASA and Avg Aban Delay columns, totals for the interval columns, and Max for MaxCallsQueued and MaxCallWaitTime columns. For more information, see Report summary rows.

Sample Call Type Abandon/Answer Distribution Historical Report

This illustration is a sample of the report generated from the Call Type Abandon/Answer Distribution Historical Report template.

Available fields in the Call Type Historical All Fields Grid View

Available fields for the grid view for this report include the fields that appear by default as Current. Additional Available fields in this report are taken directly from the Call_Type_Interval table.

Current fields for the Call Type Historical All Fields Grid View

Current fields are those fields that appear by default in the grid view for this report.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

Column (Field)

Description

Call Type Name

The enterprise name for the call type.

Derived from Call_Type.EnterpriseName.

DateTime

The date and time when the record was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Call_Type_Interval.DateTime.

SL

Service Level Type used to calculate Service level for the interval.

Derived from: Call_Type_Interval.ServiceLevel.

Aban Within SL

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Derived from: Call_Type_Interval.ServiceLevelAband.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Interval.AnswerWaitTime / Call_Type_Interval.CallsAnswered.

TASKS

Offered

Tasks that were offered to this call type during the interval.

Derived from: Call_Type_Interval.CallsOffered.

Assigned from Q

The number of tasks of the call type assigned from the queue to be routed in the interval.

Derived from: Call_Type_Interval.RouterQueueCalls.

Answered

The total number of calls of this call type answered by agents in the interval.

Derived from: Call_Type_Interval.CallsAnswered.

AWT

Answer Wait Time. The answer wait time in seconds for all calls that were handled for the call type during the interval.

Derived from Call_Type_Interval.AnswerWaitTime.

COMPLETED TASKS

Handled

The total number of tasks handled to completion for the call type in the interval.

Derived from: Call_Type_Interval.CallsHandled.

Aban

The total number of calls abandoned while in VRU (that is, while undergoing prompting or listening to voice menus options), calls abandoned while queued to skill group, and calls abandoned at agent desktop. This value also includes abandons for calls that are not in the queue; for example, when the caller hangs up while listening to a VRU prompt. Therefore, the number of calls abandoned at a VRU before being queued is TotalCallsAband minus RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls.

Derived from: Call_Type_Interval.TotalCallsAband.

Return

The number of tasks of the call type that routed to Return nodes in the interval.

The average delay time of all abandoned calls that ended in this call type during the current interval. This includes calls that were abandoned in queue, calls that were abandoned while at the IVR (prompting or self service) and calls that were abandoned while ringing at the agent's phone or en route to the agent's phone.

This is a calculated field.

Short Calls

The number of calls abandoned during the Call_Type Abandon Call Wait Time. Calls abandoned after this time period are counted as Abandoned, not Short Calls.

Derived from: Call_Type_Interval.ShortCalls.

MaxCallsQueued

The maximum number of calls in queue for this call type during this interval.

Derived from : Call_Type_Interval. MaxCallsQueued.

MaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned or answered) in this interval.

Derived from : Call_Type_Interval. MaxCallWaitTime.

Report Summaries

Call Type Summary Field totals, except the service level (SL) field, for each call type in the report. The SL fields have percentage values.

Report Summary Field totals, except the SL field, for all call types in the report. The SL fields have percentage values. The summary also displays the Max for MaxCallsQueued and MaxCallWaitTime.

Sample Call Type Historical All Fields Report

This illustration is a sample of the report generated from the Call Type Historical All Fields Report template.

Figure 15. Call Type Historical All Fields Report 1 of 2

Figure 16. Call Type Historical All Fields Report 2 of 2

Call Type Queue Interval All Fields

Reports generated from this template show the summary statistics for Skill Groups and Precision Queues within Call Type ID. This information is useful for tying queues to resources and for forecasting and scheduling.

Note: For Unified CCE, the presence of certain data depends on the use of Enterprise Queuing and on whether Translation Routing is implemented.

The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name

DateTime

Derived from: Call_Type_Skill_Group_Interval.DateTime.

The date and time for the data of a selected row

Attribute 1

Derived from: Attribute.EnterpriseName

The name of the attribute associated to the precision queue.

Attribute 2

Derived from: Attribute.EnterpriseName

The name of the attribute associated to the precision queue.

Attribute 3

Derived from: Attribute.EnterpriseName

The name of the attribute associated to the precision queue.

Attribute 4

Derived from: Attribute.EnterpriseName

The name of the attribute associated to the precision queue.

Attribute 5

Derived from: Attribute.EnterpriseName

The name of the attribute associated to the precision queue.

Handled

Derived from: Call_Type_Skill_Group_Interval.CallsHandled.

The total number of tasks handled to completion for the call type in the interval.

AHT

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from: Call_Type_Skill_Group_Interval.Handle Time / Call_Type_Skill_Group_Interval.CallsHandled.

%Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field, derived from Call_Type_Skill_Group_Interval. CallsQHandled /Call_Type_Skill_Group_Interval.CallsHandled.

SL

Derived from: Call_Type_Skill_Group_Interval.ServiceLevel.

Service Level Type used to calculate Service level for the interval.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from: Call_Type_Skill_Group_Interval.AnswerWaitTime / Call_Type_Skill_Group_Interval.CallsAnswered.

Aban Within SL

Derived from: Call_Type_Interval.ServiceLevelAband.

The total number of calls of this call type abandoned within the service level threshold during the interval. Valid for both Unified CCE and standard ACD targets that use translation routes.

Aban in Queue

Derived from: Call_Type_Skill_Group_Interval.RouterCalls AbandQ.

The number of calls to the call type that were abandoned in the Router queue during the interval.

MaxCallWaitTime

Derived from: Router_Queue_Interval.MaxCallWaitTime

The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.

MaxCallsQueued

Derived from: Router_Queue_Interval.MaxCallsQueued

The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

Report Summaries

The summary line displays the maximum for MaxCallsQueued and MaxCallWaitTime.

Sample Call Type Queue Interval All Fields Report

The following illustration is a sample of the report generated from the Call Type Queue Interval All Fields Report template.

Figure 17. Call Type Queue Interval All Fields Report

Call Type Skill Group Historical All Fields

Reports generated from this template show the summary statistics for Call Types and Skill Groups within each Call Type during the interval.

Query: This report data is built from a Database Query.

Views: This report has only a grid view.

Grouping: By Call Type Name, and then by Skill Group Name, and then by date and time.

The enterprise name for the skill group or agent precision queue. You can identify a precision queue by the presence of Attributes next to the queue name

DateTime

Derived from: Call_Type_SG_Interval.DateTime.

The date and time for the data of a selected row

Handled

Derived from: Call_Type_SG_Interval.CallsHandled.

The total number of tasks handled to completion for the call type in the interval.

AHT

The average time spent by the agent in handling a task in the interval, measured in HH:MM:SS (hours, minutes, seconds).

This is a calculated field, derived from: Call_Type_SG_Interval.Handle Time/Call_Type_SG_Interval.CallsHandled.

%Queued

The percentage of all handled tasks of the call type that were queued in the interval.

This is a calculated field, derived from Call_Type_SG_Interval.CallsQHandled /Call_Type_SG_Interval.CallsHandled.

SL

Derived from: Call_Type_SG_Interval.ServiceLevel.

The Service Level Type used to calculate Service level for the interval.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

The total time, in HH:MM:SS (hours, minutes, seconds), in the interval, that all ports in the group were busy.

Derived from: Trunk_Group_Half_Hour.AllTrunksBusy.

Report Summary

This report has a Group Summary for each IVR Port for each interval. It also has a Report Summary showing all fields for all IVR Ports. For more information, see Report summary rows.

Sample IVR Ports Performance Historical Report

This illustration is a sample of the report generated from the IVR Ports Performance Historical Report template.

Figure 18. IVR Ports Performance Report

Peripheral Skill Group Historical All Fields

Peripheral Skill Group reports show key statistics per skill group such as average speed of answer and calls handled, as well as agent state times per skill group. Use this report to evaluate skill group performance.

Note: Completed tasks are all the tasks that completed during the time shown (that is, on the row in the report). This includes any tasks which began before the time frame shown. However, this does not include tasks where the caller abandoned in the local ACD queue.

This report displays the same data as the Enterprise Skill Group Historical report except that this report is organized by media rather then by skill group.

One exception is Enterprise Skill Group, which is derived from: Enterprise_Skill_Group.EnterpriseName.

Most fields but one take their value directly from the database.

Exceptions are the FTE Agent State fields. These are calculated based on how you have configured interval reporting. For example, FTE Agents Active is derived from: (Skill_Group_Interval.TalkTime / 1800) or from (Skill_Group_Interval.TalkTime / 900).

Current fields in the Peripheral Skill Group Historical Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

The date and time of the selected row's data in MM/DD/YYYY (month, day, year) and HH:MM:SS (hour, minute, second) format.

Derived from: Skill_Group_Interval.DateTime.

Ent Queued

The number of tasks queued to this Skill Group in the interval.

Derived from: Skill_Group_Interval.RouterCallsQueued.

ASA

The skill group's average speed of answer in HH:MM:SS (hour, minutes, seconds) calculated from the time spent by callers when placed in queue and ringing at the agent's desktop before the task is answered divided by the number of tasks answered.

The number of tasks offered to the skill group that abandoned while being held or paused by the agent. The value is incremented at the time the call disconnects.

Derived from: Skill_Group_Interval.AbandonHoldCalls.

End of Completed Tasks Grouping

Trans In

The time in HH:MM:SS (hours, minutes, seconds) that handling calls transferred into the skill group in the interval.

Derived from: Skill_Group_Interval.TransferInCallsTime.

Trans Out

The number of tasks this agent transferred to another agent or skill group in the interval. This includes Consultative Calls. The value is updated in the database when the transfer of the call is completed.

For default skill groups: the number of times an agent initiated an outgoing external call in the interval. For routing skill groups: the number of times an agent initiated a transfer or conference to an external device in the interval.

Derived from: Skill_Group_Interval.AgentOutCalls.

AGENT STATE TIME

Active Time

The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Active state in the interval.

Derived from: Skill_Group_Interval.TalkTime.

Hold Time

The total time agents spent in the Hold/Paused state in this skill group, measured in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although call counts are not shown in this report.

Derived from: Skill_Group_Interval.HoldTime.

Log On Duration

The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group.

Derived from: Skill_Group_Interval.LoggedOnTime.

% Not Active

The percentage of agents in the skill group who are NOT currently involved in tasks and who are ready to accept calls or tasks.

The maximum number of calls in queue for this call type during this interval.

Derived from: Skill_Group_Interval.RouterMaxCallsQueued.

RouterMaxCallWaitTime

The longest time a call had to wait before it was dispositioned (abandoned,answered, and so on) in this interval.

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime.

AbandonRingCalls

The total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is incremented at the time the call disconnects.

Derived from: Skill_Group_Interval.AbandonRingCalls.

CallsAnswered

The number of calls answered by agents associated with a skill group during the reporting interval. This value is set by the PG. The number of calls answered includes only handled calls and internal calls received. The value is incremented at the time the call is answered.

Derived from: Skill_Group_Interval.CallsAnswered.

Report Summary: There is a summary for each Skill Group Name and a total report summary. The summary line displays the Max for RouterMaxCallsQueued and RouterQueueCalls. For more information, see Report summary rows.

Sample Peripheral Skill Group Historical Report

This illustration is a sample of the report generated from the Peripheral Skill Group Historical All Fields template.

Figure 19. Peripheral Skill Group Historical Report 1 of 3

Figure 20. Peripheral Skill Group Historical Report 2 of 3

Figure 21. Peripheral Skill Group Historical Report 3 of 3

Precision Queue Abandon Answer Distribution Historical

Precision Queue Abandon Answer Distribution is used to identify where in the routing, callers are abandoning and to identify the typical wait times and caller tolerance. For each precision queue, reports generated from this template display the number of answered and abandoned calls for separate intervals for the report time period, broken out into interval summaries.

The precision queue average speed of answer in HH:MM:SS (hour, minutes, seconds) based on the time spent by callers in the queue and ringing at an agent desktop before the task is answered divided by the number of answered tasks.

Interval 1 - Interval 10

Interval

Derived from: Bucket_Interval.UpperBound1(through 9)

The amount of time that a call should be handled by.

Answered

Derived from: RouterQueueInterval.AnsInterval1 (through10)

The number of calls which were answered in this interval.

Abandoned

Derived from: RouterQueueInterval.AbandInterval1 (through10)

The number of calls which were abandoned in this interval.

MaxCallsQueued

Derived from: Skill_Group_Interval.RouterMaxCallsQueued

The maximum number of calls in queue for this Skill Group during this interval.

MaxCallWaitTime

Derived from: Skill_Group_Interval.RouterMaxCallWaitTime

The longest time a call elapsed before it was abandoned or answered in this interval.

Sample Precision Queue Abandon Answer Distribution Historical Report

The following illustrations show examples of reports generated from the Precision Queue Abandon Answer Distribution Historical Report template.

Available fields in the Precision Queue Efficiency All Fields Grid View

Available fields for this report include the fields that appear by default as Current. Additional available fields in this report are derived from the Router_Queue_Interval table as documented in the Database Schema Guide.

Current Fields in the Precision Queue Efficiency All Fields Grid View

Current fields are those fields that appear by default in a report generated from the stock template.

The following current fields are listed in the order (left to right) in which they appear by default in the stock template.

As Overflow and Skipped relate to following steps, they are inapplicable in step 10 (which has no following step) and, therefore, do not appear in step 10 in the report.

Sample Precision Queue Efficiency All Fields Report

This illustration is a sample of the report generated from the Precision Queue Efficiency All Fields template.

Figure 24. Precision Queue Efficiency All Fields Report

Precision Queue Efficiency Drill Down

The Precision Queue Efficiency Drill Down report is filtered by the Precision Queue name and an absolute Date Time range. For each 15- or 30-minute interval in a time span, the percentage of calls that are answered for each step of the Precision Queue are displayed on a stacked bar.

The Y axis is percentage answered, the X axis is time.

It is possible to have more than 100% answered in a step because it is an interval based metric, a call might have been offered in one time interval and answered in another.

If you select multiple Precision Queues the percent answered can grow to 200%.

The Precision Queue Efficiency Drill Down report reflects trends across intervals and is not intended for reconciling the numbers within an interval.

Sample Precision Queue Efficiency Drill Down Stacked Chart

Figure 25. Precision Queue Efficiency Drill Down Stacked Chart

Precision Queue Interval All Fields

Use this report to evaluate Precision Queue performance and staffing. Precision Queue Interval provides key statistics per Precision Queue such as average speed of answer and contacts handled, as well agent state times. the Precision Queue interval report is comparable to Peripheral Skill Group Historical.

The precision queue average speed of answer in HH:MM:SS(hour, minutes, seconds) based on the time spent by callers in the queue and ringing at an agent desktop before the task is answered divided by the number of answered tasks.

Service Level

SL Ans

Derived from: Router_Queue_Interval.ServiceLevelCallsOffered.

The number of calls that are routed to the precision queue or queued to the precision queue in the last interval.

SL Aban

Derived from: Router_Queue_Interval.ServiceLevelCallsAband.

The number of calls that are abandoned within the precision queue service level threshold in the last interval.

The number of tasks this agent transferred to another agent or skill group in the interval. This includes Consultative Calls. The value is updated in the database when the transfer of the call is completed.

Ext Out

Derived from: Skill_Group_Interval.AgentOutCalls

For default skill groups: the number of times an agent initiated an outgoing external call in the interval. For routing skill groups: the number of times an agent initiated a transferor conference to an external device in the interval.

Agent State Time

Active Time

Derived from: Skill_Group_Interval.TalkTime

The time in HH:MM:SS (hours, minutes, seconds) that agents in the skill group were in the Active state in the interval.

Hold Time

Derived from: Skill_Group_Interval.HoldTime

The total time agents spent in the Hold/Paused state in this skill group, measured in HH:MM:SS (hours, minutes, seconds) format. Includes Incoming Direct and Outgoing Internal, although call counts are not shown in this report.

Log On Duration

Derived from: Skill_Group_Interval.LoggedOnTime

The total duration in HH:MM:SS (hours, minutes, and seconds) during the period that agents were logged into this skill group.

%Not Active

This is a calculated field derived from:Agent_Interval.AvailTime / Agent_Interval.LoggedOnTime

The percentage of time that the agent spent in the Not Active or Available state in relation to LoggedOnTime. This field applies to all precision queues.

%Not Ready

This is a calculated field, derived from: Agent_Interval.NotReadyTime / Agent_Interval.LoggedOnTime

The percentage of time that the agent spent in the Not Ready state in relation to LoggedOnTime or the interval, whichever is less. This field applies to all precision queues.

The percentage of time that the agent spent in the Wrap-upstate after an incoming or outgoing calls to and from this precision queue in relation to LoggedOnTime.

% Busy Other

This is a calculated field, derived from: Agent_Skill_Group_Interval.BusyOtherTime /Agent_Skill_Group_Interval.LoggedOnTime

The percentage of time that the agent spent in the BusyOtherstate in relation to LoggedOnTime.

The agent state time percentages in the ReportSummary row add up to 100% only when you select all of the precision queues for an agent. When you view a subset of precision queues for an agent, the percentages may not balance.

% Utilization

Derived from:Skill_Group_Real_Time.PercentUtilizationTo5

The percentage of Ready time that agents in the skill group spent talking or doing call work during the current five-minute interval. This is the percentage of time agents spend working on calls versus the time agents were ready.

Calls Ans

Derived from: Router_Queue_Interval.CallsAnswered

Number of calls answered by this precision queue across all peripherals.

Aban ring

Derived from: Skill_Group_Interval.AbandonRingCalls

For voice: the total number of calls that are abandoned while the agent phone is ringing.

For non-voice: the total number of tasks that are abandoned when offered to an agent.

MaxCallWaitTime

Derived from: Router_Queue_Interval.MaxCallWaitTime

The longest a call had to wait before being answered, abandoned, or otherwise ended. This includes time in the network queue, local queue, and ringing at the agent if applicable.

MaxCallsQueued

Derived from: Router_Queue_Interval.MaxCallsQueued

The maximum number of calls queued for this skill group during this interval. Calls queued against multiple skill groups are included in the count for each skill group to which the calls are queued.

Current Fields in the Skill Group Abandoned-Answer Distribution Historical Grid View

Current fields are those fields that appear by default in a report grid view generated from the stock template. You can change them.

Current fields are listed here in the order (left to right) in which they appear by default in the stock template.

The headings for the Interval fields are dynamic headers; they show the intervals you defined.

Column (Field)

Description

Skill Group Name

The enterprise name of the Skill Group.

Derived from:Skill_Group.EnterpriseName.

Date Time

The date and time when the call type interval data was generated in MM/DD/YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

For every interval in the selected time period there is summary row for each selected call type.

Derived from:Skill_Group_Interval.DateTime.

ASA

Average Speed of Answer. The average answer wait time from when first queue to skill group or LAA select node was executed for this call to when this call was answered. This is an important measure of service quality because the time can vary, even over the course of one day, due to call volumes and staff levels.

This is a calculated field, derived from:Skill_Group_Interval.AnswerWaitTime/ Skill_Group_Interval.CallsAnswered.

Int 1 Ans and Aban

The number of calls answered/abandoned between the time set to begin measuring and interval 1. The system default interval 1 is 8 seconds. For example: 00:00 - 00:08.